During a Vision Dinner on May 20, Sandra Bosma, Director of Customer Experience Management at PostNL, will share how she and her team are shaping customer experience inside one of the Netherlands’ largest logistics organizations. With more than nine years at PostNL and a background in insights and analytics, Sandra now leads the newly established CX Management division, created to accelerate customer-focused transformation through structure, speed, and data-driven insight.
Leaders in Customer Experience, Insights and Analytics
CPD Points | 2 points
17:30 | Start of program (including presentation, discussion and 3-course dinner)
20:30 | End of formal program, opportunity for informal networking
Language: English
TBD, Utrecht region
Director Customer Experience Management
Sandra Bosma is Director of Customer Experience Management at PostNL, where she leads the company’s customer-focused transformation. With over nine years at PostNL and a background in insights and analytics, she has held seven different roles across the organization, building a broad perspective on business transformation and customer behavior. In her current role, Sandra drives CX initiatives that combine operational excellence, digital innovation, and human connection — ensuring a seamless experience for both senders and receivers. She is passionate about creating customer-centric organizations, leveraging data and AI to enhance the customer journey, and embedding a culture of customer-first thinking across large, diverse teams.
How do you deliver a seamless customer experience at massive scale — while keeping the human touch at the center? During a Vision Dinner on May 20, Sandra Bosma, Director of Customer Experience Management at PostNL, will share how she and her team are shaping customer experience inside one of the Netherlands’ largest logistics organizations. With more than nine years at PostNL and a background in insights and analytics, Sandra now leads the newly established CX Management division, created to accelerate customer-focused transformation through structure, speed, and data-driven insight.
Sandra will discuss PostNL’s ongoing transformation from a former monopolist to a customer-centric, digitally driven organization operating in a highly competitive e-commerce market. She will outline how her team balances technology, operational excellence, and human connection across both senders and receivers, in the Netherlands, Belgium, and beyond.
She will explore three dimensions of this transformation:
Finally, Sandra will share key lessons on customer-centric leadership, organizing CX at scale, and combining digitalization with meaningful human touchpoints. The evening will conclude with a moderated roundtable discussion, giving participants the opportunity to exchange insights on driving CX transformation in a rapidly evolving market. Reserve your place to join this conversation.
